Carrington Mortgage Services LLC

November 17,
*** ***
*** *** *** *** ** ***
RE: Loan No.: ***
Borrower: *** ***
Property Address: *** *** *** *** *** ** ***
Complaint I.DNo.: ***
Dear Mr***:
The *** *** Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on November 3, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the complaint
As we understand the complaint, you state that after the servicing of your loan was transferred to CMS, you refinanced the loan and you believe that CMS may have over charged you interest at the time your loan was paid offYou also claim that you never signed or agreed to any terms with CMS in regards to the servicing of your loanYou state that you have written to CMS requesting a refund for the overpayment of interest in the amount of $562.67; however, you claim that CMS provided you with no explanationYou are requesting that CMS reimburse you for any excess interest amounts you believe were collected from you
As you are aware, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on April 2, On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) informing you of the service transfer to CMSAlso attached is a copy of the Notice of Service Transfer (“Goodbye Letter”) that *** issued to you on March 12, also informing you of the service transfer to CMS
As you were notified within the Goodbye Letter, the transfer or sale of loan servicing to other servicing institutions is common practice in the mortgage lending industryAlthough CMS was not a party involved with the origination of this loan, you acknowledged that that the right to service your loan may be transferred to another mortgage servicer at any time by placing your signature on the attached Servicing Transfer Disclosure StatementIn light of this information, CMS respectfully submits that the transfer of the servicing of your loan was lawfully transferred to CMS
At the time of the service transfer, your loan was contractually current and showing due for the April 1, mortgage payment in the amount of $1,This payment was made up of principal and interest in the amount of $and a monthly escrow collection in the amount of $Your principal balance was in the amount of $142,and your escrow balance was in the amount of $at the time of the service transfer to CMS
A review of our records found that CMS received funds in the amount of $1,on April 14, These funds were applied to the April 1, mortgage payment in the amount of $1,and the remaining $was applied to your principal balanceAttached for your ease of reference is a copy of your loan payment history along with the loan servicing system payment codes and definitionsCMS is also attaching a copy of a loan payment ledger for your ease of reference
As you can see, the total amount of funds applied to your principal balance on April 14, was $and the total amount applied to your escrow account was $This payment application brought your principal balance to $142, with an escrow balance in the amount of $1,On April 29, 2015, CMS disbursed $from your escrow account for the payment of your hazard insuranceThen, on May 5, 2015, CMS disbursed $from your escrow account for the payment of your April FHA Mortgage Insurance Premium (“MIP”)
Please note that MIP payments are disbursed in arrears and CMS will typically disburse MIP payments to U.S Department of Housing and Urban Development (“HUD”) on or about the fifth day of the following monthFor example, CMS would disburse the MIP for the month of January on or about February 5, After the disbursement of these escrow items, your escrow balance was $and your principal balance remained $142,
On May 8, 2015, CMS received funds in the amount of $1,which were applied to your May 1, mortgage paymentAs you can see from the attached payment ledger, funds in the amount of $were applied to reduce your principal balance, $was applied to the interest due, and the remaining $was applied to your escrow accountOn June 5, 2015, CMS disbursed $from your escrow account for the payment of your April FHA MIP
On June 10, 2015, CMS received funds in the amount of $1,which were applied to satisfy the June 1, mortgage paymentFrom this payment, $was applied to principal, $was applied to interest due, and $was applied to escrowAfter the application of this payment, your principal balance was $142,and your escrow account balance was $Then, on July 4, 2015, CMS disbursed $from your escrow account for the payment of your May FHA MIPAfter the disbursement of this MIP payment, your escrow balance was $and your principal balance remained $142,
On July 8, 2015, CMS received payoff proceeds in the amount of $143,That same day, CMS applied $142,to satisfy your principal balance, $1,was applied to the interest due for the months of June and July 2015, and the remaining $was applied to a recording feeAfter the application of the payoff proceeds, your escrow account contained a balance in the amount of $
It is important to note that similar to MIP, interest is also paid in arrearsFor example, a payment received for the month of February would pay the interest accrued from the period of January 1, through January 31, In addition, your FHA loan provides for the collection of interest through the end of the calendar month if the payoff amount is received after the first day of the month in which your payoff amount is receivedBecause the payoff proceeds were received by CMS on July 8, (after July 1, 2015), CMS properly collected interest in the amount of $1,which represents the interest accrued for the months of June and July in accordance with FHA guidelines
On July 23, 2015, CMS issued you an escrow account refund in the amount of $which left your escrow account with a balance in the amount of $CMS intentionally held these funds in your escrow account as CMS would be required to pay a final FHA MIP payment to HUD for the month of July CMS is able to confirm that the remainder of your escrow account balance was disbursed to HUD on August 5, for the final MIP payment due for the month of July
In response to your claim that you have written CMS requesting a refund and received no explanation from CMS, please find the attached letter issued to you by CMS dated August 21, As you recall, CMS provided you with detailed information and explanation as to why CMS properly collected two months of interest from you at the time of payoffIn light of this information, CMS respectfully disagrees with your claim that CMS provided you with no explanation when you requested a refund of overpayment of interest
Please be advised that should you wish to gather more information about the application of payoff proceeds for your FHA loan, you may contact the HUD National Servicing Center via telephone at *** *** or via mail at the following address
U.SDepartment of Housing and Urban Development
National Servicing Center
*** ** *** *** *** *** *** *** ** ***
Finally, after a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMSAccordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims
Based on the foregoing, we believe the record is clear that the servicing of your loan was properly transferred to CMS and that CMS has properly applied all funds received from you to your loan as required by FHA guidelinesShould you wish to further discuss any aspect of your satisfied loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
*** ***
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC ***
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations

Carrington is about to start charging for online payments I have complained several times that their online payment system could only process the expected amount even though it appears to allow additional principle to be paid And after providing such poor service they now want customers to pay, TO PAY! They send excessive mailings, how about stop that, as I have suggested and not charge customers in good standing just to pay you? I pay all my creditors online and nobody else charges for it, this is ridiculous

In 02/we completed a refinance, we postponed making our 02/payment per the instructions of our loan officer due to the 02/payment was included in the payoff amountThe 02/payment was posted with the payoff funds effective 2/29/which was prior to days lateThis is a FCRA violation and has caused great hardship on my familyI lost my job of years due to I was unable to re-locate in April due my company re-organization, so I was forced into a severance due to the negative day late reporting on my credit report because I was unable to obtain approval on a new mortgage or rentalThis also reduced my fico score by pointsIt has been a ripple effective ever since the invalid negative day late on mine and my husbands credit reportSome of our creditors have shut down our available credit which also negatively impacted our ficoI called several times and requested supervisors and was declined, hung up on, and received horrible customer servic

Carrington Mortgage services made unsubstantiated and unexplained charges of $to my account and I want them taken off

Our mortgage recently transferred to them from another facilityI was okay with this; didn't see it as a huge issueThey even called and talked to us about refinancing - same number of months, lower payment and 1.75% less, so dealThings were fine until I tried scheduling my payment ahead of time - I put it in for the 13th, knowing my check is direct deposited on the 12thFor no discernible reason, Carrington decided to take not one but two months' mortgage outWhen I called, I was confronted with an associate (I REFUSE to call him a customer service associate, as he treated me like an imposition and sure as hell didn't provide any service) whose response was: "What do you want? So you're a month ahead nowSorry - nothing I can do"Horrible, horrible customer service

I had a great experience with Carrington MortgageThere is lots of paperwork as alwaysWith the help of the agents, the process was smoothThey handled everything by phone and were always there to talk to meThe best was they talked to each other to keep up!!! When it came to closing the loan, we had a snow storm and no one could get to my homeEverything had to changeCarrington took care of changing the paperwork and setting up another time (that I pick) for closingThe notary showed up and went through each page with meAll done...I would refer Carrington Mortgage anyone!!!

This is a predatory lenderThe buy mortgages from other lenders and then through poor communication and mishandling of payments, promptly begin the foreclosure processThey are currently threatening my year old parents with eviction// foreclosure after buying their mortgage from US Bank and then not communicating to them about where payments would be sentDO NOT USE THIS COMPANY FOR ANY LOAN OR MORTGAGE OPTIONS

This company has reported to the credit agencies that I am days late at least times the latest 4/7/16, when they received payment every month at the same time since my loan was sold by ***On Feb payment was received of $and the check was cash by CMSThere was increase in my mortgage as a result of an escrow analysis which was conducted on 20151208, provided via mail on after they reported erroneous data to the credit bureausThe increase to $became effective Feb after payment of $Feb which they held and not applied to my account and then reported late in the amount of $They have been paid every month without fail and they continue to report erroneous information to the credit bureaus without consequenceNow my credit score has plummeted from a to a as a result of this depraved Mortgage Company

Carrington Mortgage LLC had purchased the loan from *** ** *** a few years ago and they never told us that it was sold and then purchased by them Since then they have been adding fees to pay by phone and also by automated system However it was free to pay by the websiteNow they will be adding a dollar charge to that as well First I didn't agree to their terms of payment in the first place I did so with *** ** *** Second they are always for the most part rude and not very personable to talk with as wellThird the only form of payment that will not charge is with an automatic payment method which I do not agree to their terms or I can have my bank pay them through their bill payment methodI never agreed to this and feel that they are taking advantage of their customers who didn't come to them to get a loan in the first place

Back in September of my mortgage was sold or transferred from *** *** to Carrington Mortgage Services There was a lot of paperwork and I was unclear to what it all meant as I had not experienced this before On September 23rd at 7:40am I called their customer support line to ask about this and had a minutes and second phone call with a representative She was helpful for most of my questions but one question about my payment due date has caused great harm to my credit and financial stability The representative confirmed that my first payment was due within the first days I confirmed that I did not have to make a payment until those days and they said yes So I took that as a sign that I can put a little of that money towards a medical bill we had About days later I got a call that my payment was late and was not delinquent I asked how and why as I called in and was told I did not have to make a payment until days The person on the phone explaine

I began with Carrington trying to purchase a specific house on Oct Since that date I and my wife had been continuously told things to do such as paperwork and things we were obligated to do by the associates we were speaking withOnly to hear later the information was either incorrectFirst began with my gift lender whom was my cousin which I was told by Carrington could gift me the moneyThen that was not possible I needed another gifterI got another gifter such as they said was OKI didThen their specific inspector on the house they choose kept dragging out simple inspections to continue to charge us for those inspections along with the seller also paying the last inspectionThat was all clear fast forward to the current time I've dealt with very unprofessional neglecence on a companies partHaving every thing they asked only to be told his earlier today the information they as a manager and underwriter requested was not suitable and loan was debitedClosing was suppos

Not sure how they are rated A+I had shorted a payment on one of my loans (I pay a month ahead and the notice came after payment was made) They cashed the payment but didn't post it, then sent a letter stating late fee was due and a penalty Then didn't pay my house insurance, when I called they said "that is because we canceled your escrow, we never should have been paying it" I have a VA loan which you cannot remove the escrow without re-fi I called and the guy said yes I see it, we will get it paid Called days later to follow up since my house insurance already sent a letter of cancellation That is when they said the escrow was cancelled Can't get an answer from anyone, not even a supervisor Each department blames it on another department but my insurance still isn't paid!

I mailed a mortgage payment to Carrington on 2/12/ A late charge would have been assessed after 2/16/ Carrington claimed they did not receive the payment until 2/and assessed a late charge I complained to Carrington and after a "review" they stood by their claim After the late payment appeared on my credit report I again complained This time Carrington claimed they did not receive the payment until 2/ Since they seem to keep changing their date of receipt, I do not believe they received the payment after 2/ They may have posted it whenever, but receipt, I believe, was on 2/since the payment was mailed in plenty of time to reach them by 2/

I dealt with Carrington in an attempt to refinance my home and remove the PMII was told that DESPITE a short sale on another property in 2015, this would be possible and no problemThe ONLY PERSON at Carrington who did not lie to me was *** ***, my loan officer when he said it may not be possible due to the ***e between the short sale and my application for a refiI was asked by a loan processor to get an appraisal at a personal cost of $500, which I didI was then told AFTER the appraisal that I must supply personal medical information from for my wife, who wouldOT be on the loanI informed Carrington that I felt that this was an attempt to get me to give up on the loan as at the point of his request, nearly a half a year had passed!!! I was then told that my loan could not be completedI did some mortgage research and discovered that a mortgage or refi after a short sale is IMPOSSIBLE within three years of the short saleA mortgage company should know his and inform a cu

I have been dealing with CMS's loss draft department, it has been over months that their inspector confirmed that over 90% if the work was done, however they haven't released the insurance money to pay my contractorI had to get a loan to pay my contractor, and the loan is accumulating interestI've contacted CMS loss draft Dept various times, and they always request something different in each call instead of leaving sufficient INFO on their system to give me a complete response I've NEVER received a call from them requesting additional INFOI asked to speak with a supervisor, I received a promise to call back within 24-hours, never received a call back

April 15,
*** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Borrower: *** ***
Property Address: *** *** *** ***, *** ** ***
Complaint ID No.: ***
Dear Ms***:
The Customer Advocate Department of
Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on April 4, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As you are aware, our Customer Advocate Department originally received an inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) on March 11, which raises the same issues as this complaintAccordingly, the loan was researched and the attached response was sent to you by CMS via the CFPB Portal on April 15,
After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims
Please note that pursuant to CFPB guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** ***, *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Our loan has been ongoing for the past month and a half We are supposed to close on May 31, Our loan officer needed documentation from us (specifically transcripts from the IRS) I was the one who pulled it up and provided to the lender It makes me feel like no one cares to follow up I have tried to email the loan officer (on vacation), his processor and his manager..even his area manager from corporate His managers have not responded once and his processor responds very slow We have to close on the 31st and no one cares I am so disappointed in this company Not only did we have faith in this company, my husband and I currently have our mortgage with them for the home we are selling Now that they have everything they need to expedite our loan they still don't have an answer as to when we will close I don't think I'll be doing business with this company ever again nor any of my family or friends I always refer but this company, I have lost all confidence

*** Sold my Mortgage to Carrington at the beginning of the year stating that payments should be directed to Carrington after 2/2/ I had already paid my 2/1/to BOA which they promptly forwarded to Carrington Electronically with no issues I then sent in my mortgage payment for 3/1/directly to Carrington They cashed the check on 3/8/ On Friday 3/23/I received a letter dated 3/18/from Carrington stating I was delinquent because they had no record of receiving my 3/1/payment Giving me little time to research/rectify the issue As with most homeowners I am not able to make multiple mortgage payments each month so it is not like I could submit another payment until they get it figured out A copy of the cashed check was faxed to Carrington on 3/28/& 3/30/and they acknowledge receipt However, my payment has yet to be applied I have called almost everyday asking to speak with a supervisor on several occasions with no call back I understand that things happen but when a company cashes your check they should be able to give you answers and correct the issue in a timely manor Today I was given the legal rights statement as an excuse They have days to research and apply the payment What about my rights as a customer? I have had my mortgage sold several times over the years without issue I did not seek out to do business with this company and you would think that they would do everything in their power to make this right

Carrington is the worst loan servicer RUN!!!!!!!!!!!!